Companies that focus on and exceed in customer experience outperform their competition by almost 80%. And those same companies also end up with revenue streams that are 4-8% higher than others in their industry.
Clearly, being customer-centric attracts consumers, as it shows your brand is trustworthy and reliable. By making customer satisfaction your main goal, you’ll set your business up for repeated and long-term success.
But what exactly does it take for you to provide good customer experiences?
Here are 8 global customer engagement strategies that you need for success in 2020.
1. Onboard Your Agents Quickly and Uniformly
Have you ever called a company, had an agent tell you one thing, and then another tell you something completely different? It can be frustrating as a customer, and can even be so annoying that some choose a competitor instead.
One main thing about good customer engagement is consistency. You want to provide customer service that’s high quality.
And that’s not possible when you have slow and manual agent onboarding.
Usually, this entails someone from HR guiding each new employee through the process. But what if we told you that you could streamline the entire process and free up HR?
By using an automated onboarding process, you can give your new agents the material they need to become adept at what they do. As they move through the process, it’ll trigger the solution to show them the next content to train them further. This ensures that from the time they’re hired to the moment they’re helping customers, your agents will learn all crucial information in a short and quick amount of time.
2. Segment Your Email Lists
This may take more work when sending out email blasts, but we promise it’ll pay off. There’s nothing that’ll cause users to delete your emails or hit “unsubscribe” quicker than a blanket email.
For instance, if Jack’s bought your product months ago, why should he care about all the wonderful benefits of it? He’s already using it, after all. Irrelevant content will always alienate consumers.
Take the time to set up at least 2 email segments: customers and prospects. You can then further divide those segments; for example, you can segment prospects by where they are in the sales funnel.
When you can tailor emails to different audiences, your emails will resonate more with them. This will increase your chance of prompting them to engage with you and get further along in the funnel (or repurchase).
3. Interact With Users on Social Media
42% of small business owners admit that they don’t use social media marketing. Are you one of the guilty parties?
You might think that social media is all for giggles, considering it’s mainly used for people to post silly videos or to stalk their exes. While that’s true, it’s also an extremely powerful tool for brands to reach out and engage with their customers.
In a world where consumers crave instant gratification, they’re no longer happy with being on hold with customer service for 30 minutes, much less waiting days for a reply to their email.
Today, consumers have flocked to social media to get practically instantaneous answers from companies. If they don’t get it, then there’s surely hell to pay. But if they do, it creates a pleasant customer experience.
If you don’t already have social media accounts for your business, make them. And if you already do, don’t just use them to connect with customers and partners.
You need to leverage this tool for brand awareness. When someone tags your business in a post or comment, all eyes are on you as to how you’ll respond.
Never ignore comments, even if they’re bad ones; you can even turn a trolling situation into a good one. Take every opportunity to engage with users and show your brand can take the heat and handle every situation calmly and with class.
4. Create Content That Answers Questions
By now, everyone knows that content is king. But that doesn’t necessarily mean you should just keep churning out content without a clear goal or purpose.
Think about what you Google when you need a service. Most likely, you want an answer to your question, and you want to hear it from someone with the brand authority.
So put yourself in your customers’ shoes and tailor your content to give them exactly what they want. For example, if you’re a pest control company, you’ll want to create content that answers questions like “What are the signs of a mouse infestation?” or “What can I use to repel bats?”
When you generate useful content like this, not only will you build trust, but you’ll also be there for your prospects every time they have an issue. When they see your name pop up repeatedly with fantastic advice and information, they’ll be more inclined to choose you over competitors when it’s time to commit to a purchase.
5. Make Your Content Interactive
Creating content that’s informative to users is taking a step in the right direction. But you’re not quite done there.
Humans are visual creatures who love interactive things, especially in this digital age. So when it comes to improving customer engagement, what better way to do so than providing them with content besides the usual blog post?
Yes, blog posts are useful, but they can only go so far. To avoid users becoming bored with your content, you can flip some of your blog content to be interactive. For instance, you can add contests, quizzes, calculators, and more to them.
Or if it’s a whitepaper, make it interactive by using one of those innovative slide deck programs. It can give readers the feel of flipping through a real book and with more interactive content inside (such as the things mentioned above), it’ll keep them engaged and interested in your content.
6. Offer Loyal Customers Rewards
With the average company, they put 44% of their focus on customer acquisition and only 16% on customer retention. For agencies, the numbers are similar at 58% for acquisition and 12% for retention.
What most don’t know is that can be detrimental to business. You need to think about customer lifetime value (CLV); one loyal customer may actually be worth 5-10 new ones, which means if you neglect your existing customers, you’ll probably end up spending more trying to make up for churn.
Reach out to your VIP customers and offer them exclusive rewards or promotions. Considering many loyal customers feel irritated when they see special offers for new customers and not to them, they’ll certainly appreciate you doing this for them.
By putting as much emphasis on engagement for loyal vs new customers, you’ll strike a good balance that’ll keep your overhead costs low. Rewarding customer loyalty will always pay off in the long run.
7. Conduct Surveys
Going along the lines of creating interactive content, surveys are also an excellent choice. Chances are, your product or service isn’t perfect. And consumers usually want their voices heard when it comes to concerns or dissatisfaction with a brand.
A great way to make them feel like their opinion is valued is to get customer feedback. This gives them a chance to express how a customer feels, whether it’s intense satisfaction or disappointment with your company. This can make them feel appreciated and cause them to turn to your brand again in the future.
This also allows you to collect highly valuable first-party data. Find out what’s lacking in your services and products, and then alter your operations for improved customer experience.
8. Unify Your Data
Most often, companies operate with data silos. This is especially true if the organization is large and departments work largely within themselves.
It may seem more effective to do this than to integrate teams; this can take quite some effort to pull off, after all. But when different departments don’t unify their data, your brand messaging can become disjointed, which can cause confusion with your prospects and customers.
It’s important that you unify your data with a good solution. By having a good omnichannel view and things like data integration across tools and role-based access control, you can allow all stakeholders to get a good picture of what’s going on.
Breaking out of data silos is a difficult task for many businesses. But once they can do so, they’re sitting on a wealth of data they can perform actionable insights with.
Boost Customer Engagement for Your Business With These Tips
Now that you know some excellent customer engagement strategies, you’re well on your way to getting those leads and keeping your existing customers happy.
The latter is extremely important; many businesses focus on customer acquisition and forget about their loyal customers, which can cause some friction. So don’t be like other companies and neglect those who support your brand. Reward them for it, and you’ll see your business grow exponentially. Need more assistance in improving the customer experience? Then request a personalized demo from us now!